Hey there! Team 9 here.
The problem we were trying to solve: “How to onboard new agents to the support team fully remotely”.
Onboarding might be an issue in the COVID-19 times: people have lost the possibility to talk to each other on a daily basis, as they work at home. Companies provide a lot of internal workflows and use-cases, but they require time and resources to be explained step-by-step.
Additionally, the number of features in the LiveChat app might be overwhelming for new agents.
The solution we came up with is the “Chat Coach” - the tool allowing you to create fully interactive, customizable chats simulations, which will allow your Agents to learn how and which tools to use in the Company-specific cases.
How does it work?
The first step is to customize onboarding paths. Admins or license owners can configure them just for the specific features, like “Canneds” or “Tags”, based on the specific use case. They can use their own wording to explain each step, provide some additional tips, and usage examples.
The second step is to set up an interactive Quiz. With the use of configurable blocks, one can easily set up a set of questions, which will be presented to Agents in the form of the simulated Chat. This way, they will be able to learn quicker, all spiced-up with the pinch of fun!
This is where the configuration ends. Now, Agents can choose and take part in the Training you have tailored just for them! First, they can choose from a variety of pre-configured onboardings.
Then, they take a quick tour of the feature itself.
Finally, they take a Quiz, using the feature itself and validating their knowledge.
Let’s sum up the basic features of “Chat Coach”.
One-time only configuration: multiple agents can take the same quiz more than once, which means a lot of saved time for their Mentors.
Instant feedback: Agents learn on-the-go, with the help of the gamification, so no delays here. They will use their future work environment, getting familiar with the User Interface they will use on a daily basis.
Agents can start a Quiz anytime: you don’t need to get in sync with the whole team in order to organize a structured onboarding, which might be especially hard to achieve now.
Multiple Tours for the different features: Admins can create different sets of tasks, depending on the tools used in the company, as not everyone uses canneds or tags.
Chat Coach - Simpler onboarding. Let us know if you like it!